Business Insights Analyst

AVG Technologies CZ, s.r.o.

Place of work
Brno - City
Contract type
full-time
Wage (gross)
n/a

Information about the position

Job description, responsibilities and duties

  • Responsible for recurring reporting process covering primarily Customer Care operational metrics, Revenue and Customer Satisfaction
  • Prepares detailed, timely and accurate analysis of Customer Care performance and KPIs
  • Responsible for the provision of business insights though sophisticated reporting utilizing the CDM and Data Warehouse for the purposes of increasing revenue, optimizing costs.
  • Harnessing contact data from direct interactions with AVG customers necessary for informed strategic decision making.
  • Prepares analysis of customer Pain Points feeding insights to drive product and process improvements throughout the company.
  • Responsible for using BI insights to identify dependencies between operations to create timely awareness of new issues and efficiently direct resources for resolution.
  • Closely cooperates with BI, Finance teams (strategic, operational) and data warehouse team
  • Maintains knowledge of the revenue rules used within the business, helping to ensure that Customer Care revenue is recognized properly
  • Creates and maintains operational and revenue forecasts for the Customer Care department with a high degree of accuracy
  • Maintains knowledge of the revenue recognition and user count methodology working alongside with key stakeholders to ensure integrity and consistency of data
  • Develops reporting models and updates existing models in line with business requirements.
     

Employee perks, benefits

-

Requirements for the employee

Candidates with education suit the position

University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

  • Business Intelligence background – minimum of 3 years of experience in reporting / data analytics - revenue and KPIs University degree
  • Experience with contact center operational metrics with solid understanding of the multifaceted implications that these metrics have. Understanding of which data is used by which business processes, and what the data means in the context of specific processes
  • Experienced and advanced Excel user (OLAP, Pivot, PowerPivot, MDS, DQS)
  • Experience of working alongside IT specialists and within project teams
  • Excellent written and oral communication skills (English)
  • Ability to work with and effectively communicate with technical people
  • Ability to translate business requirements into technical requirements
  • Strong interpersonal, teamwork and communications skills
  • Report writing skills
  • Good all round IT knowledge Nice-to-have areas:
  • Statistics qualification
  • Experience using Tableau
  • Experience using data warehouse and analytical tools for business purposes
  

Division/Department : Customer Services

Advertiser

Brief description of the company

AVG Technologies poskytuje bezpečnostní software ve formě specializovaných programů i komplexních řešení nejen domácím uživatelům počítačů, ale i malým a středním či velkým firmám. Systém AVG v různých edicích užívají nyní zákazníci na více než 110 milionech počítačů po celém světě. Registrovaní uživatelé komerčních produktů AVG mají k dispozici nepřetržitou profesionální technickou podporu.
ID: 1713736  Datum zveřejnění: 11.4.2014  Nabídka práce je převzata z jiné stránky nebo zdroje. Základní složka mzdy (brutto) a další odměny: n/a
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